FitBit Inpire HR won't pair and set up

[KingNorQueen]

Hello! 

I brought my brand new FitBit Inspire HR yesterday, and after big difficulties of downloading the app, I have now met my newest obsticle. 

The FitBit won't pair. Everything is as it should (phone up to date, Bluetooth on, no other devices connected, power saving off, restarted phone, app and watch), I find it on the pairing list, but when I press it it tries to pair for a while and then gives up. The screen on the FitBit itself just has the logo and the text "www.fitbit.com/setup" which leads me back to the app.

This is incredibly frustrating, and I just want to start using my product.

Any tips and advice is welcomed

Regards

Kitty Falch

[SteveH]

That sounds like you are trying to connect the fitbit via the phone's bluetooth settings. Fitbits are unusual in that the connection needs to be made via the app and not the phone's settings.

The message you are seeing on the fitbit suggests that it has not yet gone through the setup and until it has that's the only thing it will display.

Have you checked that your phone is supported by fitbit at www.fitbit.com/devices ?

I would try going through the setup process again. In the app go into the account section by selecting your profile image at the top left of the main dashboard. Then select "Set up a device". Choose Inspire HR from the list and it will step you through the process.

Good luck!

[KingNorQueen]

Thank you so much for the reply!

I've tried both through the app and the Bluetooth settings of my phone. My model and android version are compatible, so I'm really not sure what is going on here. I've read people have had some issues after the patch from December 18th 2019, most of them with syncing.

Do you perhaps have some other advice in your backhand?

Regards

Kitty

[SteveH]

I'm not sure what else to suggest. 

Fitbit do have a troubleshooting guide that's worth looking at: Help article: Why can't I set up my Fitbit device?

But if that doesn't help and you don't get other suggestions here then it's probably best to contact customer support via contact.fitbit.com Hopefully they may be able to see what the problem is from the server side.